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Business Program Management

3 months ago

Vancouver, British Columbia, Canada Microsoft Full time

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.


The Experience Strategy, Services, and Operations (ESSO) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.


As a Business Program Manager, you will be responsible for driving operations and requirements for tools, systems, and processes across multiple integrated processes and teams to onboard businesses and products onto Intelligent Assignment (IA) process and technology.

IA is focused on delivering best-in-class process and technology to quickly assign cases to the best available agent to improve customer satisfaction.

As a member of the IA Operations team, you will manage the process, data and health of IA capabilities.

You will accelerate your career growth by developing a deep understanding of our support operations including creating and maintaining system configurations, directly interface with lines of business to drive issues to resolution, drive cross organization collaboration, and deliver impact that result in an improved customer experience.

This role is flexible in that you can work up to 50% from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.


Responsibilities:

To stay competitive, you will perform program landscape analysis and examine business trends. You'll also identify opportunities to develop and improve programs and define program strategy and create project plans.

With mínimal coaching, you will work with cross-functional stakeholders to design programs from initiation to delivery. You'll also define and track success criteria and performance metrics.

Drive operational workflows & requirements for tools, systems, and processes across multiple integrated processes and teams.


Onboard lines of business & new products onto Intelligent Assignment process & technology systems including creating and maintenance of software configurations.

Create reports, templates, specifications, guidelines, and related materials.

Create and manage training on systems, tools, and process for Intelligent Assignment operations.

Lead projects, provides guidance and training to less experienced personnel.

Analyze requests for specific requirements and with cross functional team to determine best operational solutions.

Monitor, analyze, troubleshoot, and implement corrective actions of system configurations & process.

Be the escalation point of contact for your lines of business to drive issues to resolution.

Build processes to configure and train existing and new machine learning models for Intelligent Assignment.

Lead development of internal metrics, measures, and dashboards for monitoring performance and driving improvement throughout the process.

Review and resolve process exceptions and errors, drive reduction in occurrence rates.

Qualifications:

Required/Minimum Qualifications

  • Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
o OR equivalent experience.

Preferred/additioanl qualifications.

  • 5+ years of driving operations with proven process improvements
  • Experience in monitoring, analyzing, troubleshooting, and implementing corrective actions
  • Experience leading projects and resources virtually
  • Experience with data and analysis tools & report creation
  • Proficient organizational & interpersonal skills with emphasis on verbal/written communication, including the ability to understand technical information and relay in concise manner to stakeholders
  • Project Management education/certification (such as PMI) is a plus